Technical Support Associate

Company Description

Privia Health™ is a technology-driven, national physician enablement company that collaborates with medical groups, health plans, and health systems to optimize physician practices, improve patient experiences, and reward doctors for delivering high-value care in both in-person and virtual settings. The Privia Platform is led by top industry talent and exceptional physician leadership, and consists of scalable operations and end-to-end, cloud-based technology that reduces unnecessary healthcare costs, achieves better outcomes, and improves the health of patients and the well-being of providers.

Job Description

The Technical Support Associate role provides essential technical assistance and administrative support to healthcare providers and corporate employees remotely. This position focuses on delivering efficient and customer-focused support for electronic health record (EHR) systems, password management, and basic technical troubleshooting. This role ensures smooth operational support and maintains high standards of service remotely. The ideal candidate will be organized, customer-oriented, and capable of handling a variety of requests with accuracy and efficiency.

• Respond to a high volume of inquiries via email, phone, and other communication channels, providing professional and courteous support.
• Assist users with basic technical issues related to software applications, peripherals, and connectivity, utilizing established troubleshooting procedures.
• Handle password resets and account unlock requests promptly and securely, adhering to security protocols.
• Provide administrative support for the electronic health record (EHR) system, including basic configuration and troubleshooting common issues.
• Provide clear and concise instructions to users on how to resolve common technical issues or utilize supported systems.
• Follow established support procedures and guidelines to ensure consistent and efficient service delivery.
• Accurately record all user interactions, troubleshooting steps, and resolutions in the ticketing system.
• Identify and escalate complex technical issues to higher-level support teams as needed.
• Maintain patient and company information in accordance with HIPAA and company policies.

Qualifications

• High school diploma required; Associate’s degree or equivalent work experience preferred.
• 1+ years of experience in customer service or technical support environments. Healthcare experience is a plus.
• Basic familiarity with software applications (e.g., Google Apps, Salesforce) and operating systems (iOS, Android, Windows, macOS). Experience with athenaOne is highly desirable.
• Excellent customer service and communication skills, with the ability to interact professionally with users.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks effectively.
• Ability to follow established procedures and apply basic problem-solving skills to resolve common issues.
• Ability to adapt to changing priorities and work in a fast-paced environment.
• Ability to work effectively as part of a team.
• Understanding of and ability to comply with HIPAA rules and regulations.

The hourly rate range for this role is $22.00- $24.00hr in base pay. in base pay and exclusive of any bonuses or benefits (medical, dental, vision, life, and pet insurance, 401K, paid time off, and other wellness programs). This role is also eligible for an annual bonus targeted at 10% .The base pay offered will be determined based on relevant factors such as experience, education, and geographic location.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Technical Requirements (for remote workers only, not applicable for onsite/in office work):

In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.

Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work. Privia is a better company when our people are a reflection of the communities that we serve. Our goal is to encourage people to pursue all opportunities regardless of their age, color, national origin, physical or mental (dis)ability, race, religion, gender, sex, gender identity and/or expression, marital status, veteran status, or any other characteristic protected by federal, state or local law.